We updated our app to improve your experience. If you don’t have automatic updates turned on for your Contact app, then you might be having trouble logging in due to this latest update. To fix this, please follow the steps below:

• For Apple users: Please visit the app store, and click the ‘Update’ button, 
• For Android users: Please visit Google Play, and click the ‘Update’ button. 

The new app should be ready to use now, simply sign in again. 

We updated our app to improve your experience!

Before making any changes, we first tested it with a group of users to ensure it meets your needs and expectations.

Our old app and online portal were different from each other, which made it trickier to create new features for our customers.

Now, the new app is the same as the online portal, providing a consistent experience and allowing us to focus on adding new features for you.

This change was made with your convenience in mind, and we’re excited for you to enjoy the benefits!

If you’ve tried updating your app directly through the app store, and you can’t, this could be because your device’s operating system doesn’t meet the minimum requirement for Apple or Android support on our app’s new platform: 

• iOS 13.4, 
• Android 6.0

We’re sorry if this affects you. In the meantime, you can use our web portal on desktop, which has all the same features as the app.

You can view your usage in the Contact app or through MyAccount online. (Residential customers only)

Here are some instructions on how to find your usage once you get there.

Find out about how you can bring your energy bill down.

Find out more about high usage appliances.

Find out more about access and meter readings.

When you have no power, it means our system can’t get an update and will estimate your power use until it can get a reading. Your power use will be updated when your power comes back on.

More about high bills.

More about fees on your bill.

All about double charges on your bill.

More about not being able to pay.

More about where you can see your bill.

More about paying your bill.

More about changing the way you pay.

Find out what plan is best for you.

This depends on your current plan. If you’re on a fixed term plan, you may need to pay a break fee (early termination fee) if you want to end or change your plan before the fixed term ends.  

Not sure if you’re on a fixed term plan? Sign into My Account to see your plan information.  
Go to the main menu and select ‘Change plan’. Any break (early termination) fees will show on the change plan page.  

It’s easy to change your plan in My Account.  

If you select ‘Change plan’ from the main menu, you’ll be shown the plans available to you and how to switch.  

Unless we tell you otherwise, you’ll be changed over immediately. You’ll see the changes on your next bill.   

You can check which plan you’re on by signing into My Account.  

Here you’ll see the name of your current plan and any additional services that you have, like broadband or gas.  

You can also find the name of your plan on your PDF bill. It is not shown on your digital bill.  

We’ll email you when your current plan is coming to end.  We’ll include details on how to choose a new plan. If you don’t choose a new plan, you’ll automatically switch over on to our Basic plan.  

We’ll email you when your current plan is coming to end.  We’ll include details on how to choose a new plan. If you don’t choose a new plan, you’ll automatically switch over on to our Basic plan.

Find out more about what you're eligible for.

More about low and standard user.

More about what you can expect to pay.

All about signing up for Broadband.

More about adding bottled gas at your property.

More about providing a final reading.

It’s easy to let us know you’re moving house.  

When you move house, you’ll need to let us know:  

• your final date at your current property
• a final meter reading from your current property 
• your new address 
• a forwarding address for your final bill 
• the date you move to your new property

You don’t need to call us – you can let us know you’re moving house here.  

It’s easy to get the electricity, gas and broadband sorted at your new place.  

If you’re already with Contact, you can let us know you’re moving house here. You’ll need to have your account number handy. We’ll do the rest.  

If you’re not with us already, you can get set up in a few simple steps.  

When you let us know you’re moving house, you’ll be shown which plans are available at your new place. You can then choose the plan that suits your new home.  

See our plan comparison to see what plans we have on offer.

When you let us know you’re moving house, you’ll be shown the plans and services available to you at your new address. If gas is available at your new address, you’ll be shown the relevant plan to you.  

More about moving a direct debit or Smoothpay to a new property.

More about what happens to your direct debit if you move.

You can’t carry over your joint account when you move house. This is because we no longer offer joint residential accounts.  

You’ll need to switch to one person’s name, and you may also get a new account number.  

You can add someone to your account as authorised person. This means that they can contact us about the account on your behalf.  

If you have under $500 debt it will be transferred with you to the new property.  

If you have over $500 debt and are not on SmoothPay, you will need to clear all debt that is owing on your account before we can sign you up at a new property.  

No problem. When you let us know you’re moving house, you’ll be shown what plans and services are available at your new address. If gas isn’t available at your new address, it won’t show as available.  

Not a problem. Please email help@contact.co.nz and we’ll get you switched over to your new address.  

Your account number can be found on your bill at the top left-hand side as well as on your dashboard when you log into My Account or our app.

Your account number is used to locate your details when you get in touch and as reference for any payments you make so they are allocated to the correct account.

You can update your phone number and email address online in My Account or using our app, simply by selecting 'My Details' from the menu.

More about staying safe from scams.

My Account is our online self-service platform giving you 24/7 access to view and change details of your energy account. With Online Services, it's easier to keep an eye on your account.

You can manage all your personal electricity and natural gas accounts, including being able to:

• View your energy and broadband usage for the last 15 months
• View your account balance and total amount to pay
• Make one-off card payments
• Set up direct debit payments
• View bills for the last 12 months
• Change your email or contact details

And there a few more additional benefits:

• It's mobile friendly
• You can also use our handy app

It's easy to register, simply go to My Account and

1. Enter your email (this will become your username)
2. Account number and 
3. Choose a password

Almost there.  Once you have registered, we'll send you an email to activate your account.   Click to activate and you're all set to manage your account.

If you’re experiencing issues signing in after our recent system update, you may need to reset your password. 

Please click on “Forgot Password” on the sign in screen and follow the steps to reset your password.

If you’re tried this, but are still having trouble, please contact our support team for assistance.

If you’re having trouble resetting your password following our recent system update, please contact our support team for assistance.

Following our recent app update, saved credentials in your the username and password fields may not be pre-populating. 

This should resolve on it’s own when you sign in again. On the app you can select  ‘keep me signed in’.

If you can’t remember your login details you may need a quick password reset. 

Just click on “Forgot Password” on the sign in screen and follow the steps to reset your password. 

If you’re tried this, but are still having trouble, please contact our support team for assistance.

If you have broadband with us and are cancelling your electricity, your broadband will need to be cancelled as well. 

If you are moving house, you don’t need to cancel, we can transfer your account to the new property.

Get in touch with us by calling 0800 201 000 and we'll see what we can do for you. 

More about removing broadband.

More about removing piped gas from your account.